Refund policy

Last Updated: September 2026

At Lace & Loom, we want you to be completely satisfied with your purchase. Please read our return and refund policy carefully before placing your order.

1. Return Eligibility

Due to hygiene and personal-use considerations, lingerie, underwear, hosiery and intimate-wear products are generally non-returnable or exchangeable once opened, worn or used.

We may accept a return if:

  • You received the wrong product, size or colour.
  • The product arrived damaged or defective.
  • The product is materially different from the product description.
  • The item is unused and remains in its original packaging with tags attached, where applicable.

2. Report a Problem

If you receive a damaged, defective or incorrect item, please contact us within 48 hours of delivery.

Please provide:

  • Your order number
  • Clear photos/videos of the product
  • Photos of the packaging, if damaged

Requests submitted after 48 hours may not be accepted.

3. Hygiene Policy

For hygiene reasons, we cannot accept returns of products that have been worn, washed, used, altered or have had their hygiene packaging/seal removed.

Please check the size guide carefully before ordering.

4. Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be processed through the original payment method where possible. Processing time may vary depending on the payment provider or bank.

5. Return Shipping

If the return is due to an incorrect, damaged or defective item, Lace & Loom will cover the applicable return shipping cost.

For any other approved return, return shipping costs may be the customer's responsibility.

6. Non-Returnable Items

The following are not eligible for return:

  • Worn or used lingerie
  • Washed or altered products
  • Products without original tags/packaging
  • Products with removed hygiene seals
  • Items damaged after delivery due to customer handling
  • Sale/clearance items, unless received damaged or incorrect

7. Order Cancellation

Orders can be cancelled before they are dispatched. Once an order has been shipped, cancellation may no longer be possible.

8. Contact Us

For return or refund assistance, please contact our customer support with your order number and details of the issue.

Lace & Loom — Comfort in Every Detail.